What’s new in Version 6.x Logging In Basic Functions Operator Console Navigation Docking Panels Sorting the Visitor Chat Panel Quick Access Canned Responses Supervisory Panel eyeQ Status Bar Filtering Chats and Operators Accepting a Chat Multiple Chat Requests Responding to Chats Ending a Chat Chat Linger Removing Lingering Chats Transferring a Chat Accepting/Rejecting Transfer Request Withdrawing Transfer Request Cross Queue/Cross Domain Transfer Request Join a Chat Join Chat as Coach SmartChat Sending a Private Message Spell Check Configuration Invite Visitors Invite Status Accept Custom Text Invite Reject Banning Custom Invite Graphic Sign in/Out of Queue Set Operator Status Away Timeout Enable/Disable Sounds Ringback on New Chats Ringback Notification Window Notifications Notification Windows and Flashing Task Bar Page Details Referrer Details Geo Location Push Pages Canned Responses Adding Editing Executing

Co-Browse Virtual Earth Instant Messaging (IM) IM History Spell Check Configuration Surveys Exit, Minimizing and Disconnecting Exiting Minimizing Connecting/Disconnecting Realtime Return Visitor History Chat History Searching by Date by Site by Queue by Operator by Chat Name Additional Constraints Print Get Summary Administrator Functions and reports Business Rules and Triggers Customized Pre/Post Chat Survey and Offline Survey Creating Checkbox, Label, TextArea, TextBox, Visitor Email Address and Visitor Name Tutorial: Creating a Checkbox Creating a CheckBox Group and Radio Button Group Tutorial: Creating a Radio Button Administrator Report Report Types Sample Report Icons QuickStart Guide Version Information Support Purchase

SightMax version 6.0 is the latest release by SmartMax Software Inc. With bleeding edge developmental
technologies this release reveals extensive enhancements enabling six focus areas; brand new business rules
and trigger functionality to enhance pro-active interactive and ROI tracking; open Development Architecture
implementation, SOAP integration, LINQ integrated query, .NET 3.5 framework support and Page Details
functionality upgrades.

New! Business Rules and Triggers – This great new feature allows you to Setup and Automate Business Rules
according to your customers’ behavior. With over 20 different triggers and nine different action settings you
can easily define multiple rules that "fire" on visitors and as they progress through your website. See the “summary” below for details. You will also find powerful scripting elements have been provided that can be placed into automated emails. (See Operator Console Help Icon (?) within the Rules Area for complete details) Establish business rules & triggers for returning visitors to your website based upon behaviors…

ChatAppExchange™ Open Development Architecture – Calling all Developers! The programmers at SmartMax have now opened SightMax Live Chat up to developers. ChatAppExchange™ allows you to write add-ons via an industry standard SOAP interface. Create and deploy mobile operator clients, web-based front ends to automatically create operators or accounts, scripts that can log operators in and out of SightMax…you have a vision? Now you can write it! The SightMax operator console is actually using the same SOAP Open Development Architecture that is available now to you. Develop away! Visit www.ChatAppExchange.com for more details.

New, Lighter Communication Protocol (SOAP rendered by Microsoft WCF) SOAP: Simple Object Access
Protocol is a lightweight and simple XML-based protocol.

LINQ Enabled – .NET is Language-Integrated Query (LINQ). An integral part of Visual Studio 2008 and
Microsoft .NET Framework 3.5., it is object to database mapping technology through which you can query
any type of collections of object, XML of database. LINQ also allows a single general purpose declarative
query facility to be applied to all in-memory information, not just information from external sources.

.NET 3.5 - SightMax 6 now uses .NET 3.5 for both server side and Operator.

Clickable Page Details Links - All page links are now "clickable" under the Page Details tab. The extension of
this feature allows you to click on all the page links that your visitor shows to have visited while on your
website. This is helpful to reach the specific pages of interest that the visitor viewed.

Previous Revision History:

eyeQ - eyeQ is our new chat monitoring and thresholding technology designed for "at a glance' decision making. At a quick glance of either the Supervisor Chat Panel or the My Chats Panel, the operator or supervisor can instantly gauge the performance and responses of the chat system. We've devised a color scheme system which displays certain colors for newly arriving chats, active chats, chat transfers and ended chats. There are three levels of color monitoring for new chats and active chats. If you glance at the console and see a sea of red, you would instantly know that your chats haven't been answered in 20 seconds. Additionally, if the operator doesn't respond back to a visitor with the allotted threshold times, you will be flagged with different colors as well.

Supervisory Chat Panel - Based on feedback from a few of our select enterprise level call centers, we've redesigned the Chats Panel to handle and manage a much higher volume of chats in 5.1. New additions include (1) the ability to "drill" down from the Master Account which allows viewing all chats under the account (2) Site Level which shows all chats for given site, (3) Queue Level, shows all chats within a given queue, and finally, (4) Operator Level, whereby you click on the operator name and only see the chats for the given operator. Each chat displayed is routed and displayed with our new eyeQ technology.

Status Bar - We've added a new status bar to the bottom left of the operator console. The status bar displays the following:

Total Chat Requests: All unanswered, pending chats.
Total Active Chats: Total number of chats currently within the system.
My Chats: Total number of chats that you are currently in.
Total Visitors: Total number of visitors currently on sites within the account.
Filtered Visitors: If you set the operator console to view a selected site, filtered visitors will only show the number of visitors for the selected site.

Operator Status and Quick Access Filtering - We've added several new buttons to the Ribbon Bar to allow the operator greater control. Filters include, changing the "Operator Status", Filtering offline operators, Filtering the visitor panel to only list your current chats or all chats within the system.

New Visitor Chat Window - We've redesigned the visitor chat window to allow for much easier customization. Each element, chat.aspx, prechatsurvey.aspx and waitingforoperator.aspx has an accompanying CSS file.

Copy to Clipboard - Added "Copy to Clipboard" feature to the Visitor Chat Window.

AJAX Powered Visitor Chat Window - Our new AJAX powered chat window eliminates some behind the scenes updating and allowed us to enable new features such as SmartQueue and the Position in Line indicator. By utilizing AJAX technology, we will be able to add additional new features much more easily.

SmartChat On-the-Fly Auto Language Translation - With SmartChat, operators can intelligently speak the language of the visitor. Once the visitor language is identified, the operator chats in their own native language and the text sent back to the vistor will be automatically converted to the visitors native language. For example, if the visitor is chatting in French, but the operator only speaks english, the operator simply chooses "French" and everything that is typed in english gets automatically translated to French for the visitor. See sample below:

Dragos 8:51:24 AM SightMax Installable for 2 Operators is $399.
SightMax Installable pour 2 opérateurs est de $ 399.

Dragos 8:51:44 AM It is a one time fee, and you won't have any monthly fees.
Il est une fois des honoraires, et vous n'aurez aucun frais mensuels.

Visitor 8:52:10 AM C'est parfait. Merci beaucoup pour vos réponses.
It's perfect. Thank you very much for your answers.

Visitor 8:52:17 AM us recontacterai surement
Recontact us surely

(Supported Languages include: Spanish, French, Italian, Portugese, German, Russian, Chinese, Japanese)

SmartQueue (Ability for the visitor to pick from a list of queues, with status of each queue) - Visitors can now select from a list of queues at the click of a single chat button. With SmartQueue, visitors can choose the desired queue either from a drop down list or radio buttons. Each queue shows the status (offline/online), plus each dynamically generated prechat survey for the given queue... all from a single chat window (see admin guide for implementation).

Additional SmartQueue Features:

Added query string to allow for multiple SmartQueue selection - As part of the SmartQueue feature, the administrator can selectively choose which queues show up in the selection dropdown/radio buttons from which the visitor can select.

Added the ability to customize the PreChat, PostChat, and Offline Banners in the CustomVis.xml

Position in Queue Notifications while waiting on chats - One of the advantages of our new AJAX Powered Chat Window is the ability to dynamically display the position that the visitor is "in queue". When a visitor invokes the chat, the waiting screen now shows their waiting position in line for that queue, i.e., "You are number 3 in queue" (see admin guide for implementation).

iMaximo (optional) - Industry First! Full SightMax Mobile Operator Console for the Apple iPhone. Written for WEB 2.0, features include complete Visitor Monitoring with Geo-Location, Co-Browse and Chat. Also included in iMaximo are our industry first Coaching and Joining of live chats, plus chat transfers and historical chat lookups; iMaximo even includes our SmartChat language translation. Additionally, our Web 2.0 implementation allows iMaximo to run on Apple MAC's and Windows PC's using browsers with full DOM2 compatibility including Apple Safari 3.0+, Firefox and Opera 9.0+ browsers (see www.sightmax.com for more details)

SightMaxMobile (Windows Mobile 5.0/6.0, optional) - The first of its kind. SightMaxMobile is a fully featured live chat operator console designed for Windows Mobile 5 Professional and WM6 Professional. SightMaxMobile allows you to login from your mobile device and view your website traffic in realtime, answer chat requests, join other chats and coach a chat in a supervisory mode. We even added the ability to Co-Browse your visitors. Visit SightMax.com for product details.

Operator Generated Dynamic Text Invites - Operators can now send custom text invites to visitors on the site. From the operator console, simply right click on a visitor and select "Text Invite", whatever is typed into the dialog box by the operator is sent to the visitor and overlayed onto the customizable invite image. Now you can pop up messages such as "Hi Bob, welcome back, if you place your order today, we can give you 10% off, click here to take advantage of these savings!".

Added label to identify which operator sent a text invite - When sending text invites, all operators see who was invited and which operator sent the invitation.

Added Operator ability to push session when not in chat - This feature adds the ability to push the visitor to pages within the site, even when they are not "engaged" in a live chat.

Added PostChat Surveys - Now you can create post chat surveys to gauge operator performance or any other type of visitor polling. Post chat surveys are configured just like our Pre-Chat surveys, with our WYSIWYG editor. Simply define your questions from list of field types and hit save! Post chat surveys are emailed to the queue administrator, as well as showing up in historical chat transcripts for retrieval at any time.

Added "Email Transcript" Option to PostChat Surveys - If the visitor doesn't select "Email Transcript" in the Pre-Chat Survey, they now have another option to have one emailed at the end of the chat via the PostChat Survey.

Added time stamps to Operator Console - We have added time stamps to the operator console as well as the database for historical retrieval and auditing. Time stamps are shown down to the second time intervals.

Host Name Field displays Friendly Chat Name - If a visitor has previously chatted and they return to the site, the operator will see their chat name rather than a cryptic host hame, for instance, instead of showing
amh-ded-rcautomation.dsl.airstreamcomm.net, the returning visitor would be displayed as "Bob Smith".

Corrected storage of Geolocation in the database - Location data was incorrectly stored in the database for the visitor.

Chats with double byte characters are now stored properly in the database - Previously, double byte chat transcripts were not stored correctly into the database.

Operator Chat Area Resizable - Operators can now resize the area in which they type by grabbing the resizable splitter bar.

Completely New Operator Console - The most advanced Live Chat Operator Console ever created. Designed with the latest tools, our new operator interface allows you to dock and undock each element, move each panel around or even turn them off completely. The SightMax Operator Console 4.0 was built around the new Microsoft Office 2007 Ribbon Bar, which provides the future in navigation. (4.0)

New Quick Access Canned Response Panel - We've redesigned the canned response section in 4.0. You can now have 26 keyboard shortcuts tied to your canned responses. They are defined as ctrl+shift+A through Z. We've also added a quick access panel which allows you to sort your canned responses, as well as, see all of them in our grid style presentation. We've also added quick access word completion, simply type the first few letters of the phrase you are looking for, if found, the system will allow for automatic completion of the phrase. (4.0)

New Visitor Grid Panel - We've completely redesigned the visitor panel. You can now do sorting/grouping and filtering to your own liking. Simply drag a column (or columns) header and drop on the sorting bar and SightMax will instantly sort the visitors based on your criteria. (4.0)

My Chats Node - The My Chats node is located off the "All Sites" tab. If you are an operator on a busy site, clicking the My Chats node will filter out all unwanted traffic and chats, allowing you to focus only on your current chat sessions. (4.0)

Optionally Force Chat or Invite Chat on a per Queue/Department Basis - We've enhanced Auto-Invite option allowing administrators to choose whether an invite or auto-invite is sent as an image or a forced chat. Forced chat would pop open a chat window on the visitor, whether they wanted to chat or not. You now have the option for this feature. (4.0)

Color Themes - Choose your desired color scheme from seven themes/skins. (4.0)

Preserving your Console Environment - SightMax 4.0 allows you to completely save all your operator settings, such as window position, colors, grid alignment and spacing. (4.0)

Enhanced "White Box" Option - The White Box option now includes co-branding in the operator console with your own logo. If you purchased our whitebox option, your operators will now see your logo on the operator login screen, the account name in the title bar and your logo in the "About" box. If you don't own the white box option, contact our sales team and it can be added to your system. (4.0)

Conversion to .NET 2.0 - SightMax 3.0 was built using the latest in .NET 2.0 technology, along with all plugin assemblies to .NET 2.0 as well! (3.0)

SightMax now with Microsoft SQL Express 2005 - SightMax 3.0 was designed for and bundled with the new and improved Microsoft SQL Express 2005! (3.0)

Enhanced Localization of Visitor Chat Window and Text - You can now fully customize your Visitor Chat Window and text in your native language! This includes all text and system messages that are viewed by or emailed to your visitors, thus creating a better visitor experience. (3.0)

Improved! Unanswered Chat Timeout - Don't lose the sale! If a chat goes unanswered after a configured period of time set by you, the visitor will be directed to complete an Offline Message which will be emailed to a specified email address of your choice. (3.0)

Realtime Return Visitor History - At a glance Operators can now see how many times a visitor has come to your website. (3.0)

Custom Visitor Invite Images and Placement - Customize your Visitor Invite Image to be any size you wish. Like a small window? Medium or large...it's your choice! You can also customize where you would like the display position of your invite to show up on your pages. (3.0)

Auto Visitor Invite - This "pro-active" feature allows you to automate/configure a timed chat invite graphic to pop up on a specific page of your website after a designated time. This is great for inviting visitors to chat who linger on a particular page for a while. (3.0)

Auto Email Transcript to Queue after Chat Session - Automatically email all chat transcripts to a specific Queue Administrator. This allows for parsing into CRM solutions, ticketing systems etc. (3.0)

Enhanced! The SightMax Operator GUI now allows your operators to reorganize/customize all of the visitor information columns to best suit their needs by drag and drop. Each Operators customized GUI is saved to Login memory. (3.0)

Microsoft Virtual Earth Tab - This great little feature courtesy of Microsoft, allows you to have a true bird's eye view of your website visitors physical location. Just too cool and we had to add it! (3.0)

IP Filtering for Specific IP's - This filter stops all reoccurring and unwanted website traffic from specified IP's from being logged into the database or displayed in SightMax. Great for filtering out localized traffic from being reported. (3.0)

Designated Purging of Database - Purge old chats and session data automatically with this time based purge feature. This helps to keep resources free, speed search time and keep the size of your database down. (3.0)

Cross Queue/Domain Transfer - A great feature! This allows for your operators to transfer chat sessions from one queue to another or even from one website (domain) to another website at the click of a button! Optionally, customer history can go with the chat session transfer. (3.0)

Reporting Generation - With new and improved behind the scenes adjustments, generating of reports is even faster and utilizes even less overhead. (3.0)

• Operator Login: Enter your operator login that was created and given to you by the SightMax Administrator.
• Operator Password: Enter your operator password that was created and given to you by the SightMax Administrator.
• Account: Enter your account that was created and given to you by the SightMax Administrator.
• Web service URL: Simply enter the URL of your website. (ex. www.MySightMaxServer.com)
• Save Password: Saves your password, allowing for one click connection.

PLEASE NOTE: If you cannot see the options for 'Account:' or 'Web service URL:', click the button to expand the login dialog.

	You can end the chat by clicking on the "End" button on the Ribbon Bar.
	If you have the "Supervisory Chats" Panel exposed, you can right click and select "End Chat"
	From the main "Visitor" Panel, you can right click on the visitor and select "End Chat"
	From the "My Chats" Panel, you can right click on the chat and select "End Chat".

	You can select the "Transfer" Button from the Ribbon Bar and choose to transfer to an individual operator, another queue either enforcing the pre-chat survey or skipping it as well as transferring to a completely different website. The Transfer Button will drill down as shown in caption 3.
	You can right click on the visitor and choose transfer.
	If exposed, you can right click on the Supervisory Panel and choose transfer.
	From the "My Chats" Panel, you can right click on the chat and choose transfer.

	You can "Join" by highlighting the visitor in a chat and clicking on the "Join" button on the "Ribbon Bar"
	From the Supervisory Panel, you can right click on a chat and choose "Join Chat"
	From the Visitor Panel, right click on the chat in progress and choose "Join Chat"

	You can join a chat as a coach by highlighting the visitor in a chat and clicking on the "Coach" button on the "Ribbon Bar"
	From the Supervisory Panel, you can right click on a chat and choose "Coach Chat"
	From the Visitor Panel, right click on the chat in progress and choose "Coach Chat"

Summary of Rule Triggers:
Visitor Enters Site: Executes when the Visitor first enters the site.
Visitor Changes Page: Executes when the visitor views a new page.
Visitor Declines Invite: Executes when a visitor declines an Invite.
Returning Visitor: Executes if it is not the first time a visitor comes to the site.
Query String Contains: Executes if the query string of the current page contains the value defined.
Number of Visits: Executes if the number of previous visits is equal to the value specified.
Visitor Starts Chat: Executes when a visitor requests a chat.
Visitor Ends Chat: Executes when a visitor ends a chat.
Visitor Chat Segment Contains: Executes if a visitor chat segment contains a specific value.
Visitor City Contains: Executes if the visitor’s city contains the value specified.
Visitor Country Contains: Executes if the visitor’s country contains the value specified.
Visitor State or Province: Executes if the visitor’s state or province contains the specified value.
Visitor Zip Code Contains: Executes if the visitor’s postal or zip code matches the value specified.
Number of Pages Visited: Executes when the number of pages visited equals the value specified.
Page Referrer Contains: Executes if the referrer of the current page contains the value specified.
Visitor Browser: Executes if the visitor’s browser contains the specified value.
Visitor Idle on Page (Seconds): Executes if the visitor is idle on a page equal to the specified value.
Visitor Idle in Chat (Seconds): Executes if the visitor is idle in a chat equal to the valued specified.
Visitor Lands on Page Address: Executes if the current page address is equal to the value specified.
Host Name or IP Address: Executes if the visitor’s host name or IP address is equal to the value specified.
Chat Request Timeout: Executes if a visitor’s chat request is unanswered.
Visitor has Chat History: Executes if the visitor has participated previously in a chat.

Actions Fired when Trigger Conditions Met:
Invite Visitor: Sends a normal invite to the visitor
Push Visitor Sessioin: Pushes the visitor to the specified URL.
Send Text Invite: the visitor will be sent a text invite with the specified text.
End Chat: Ends the chat the visitor is participating in.
Send Chat Segment: Sends a text chat segment to the visitor. The segment will appear to come from the operator.
Ban Visitor: Bans the visitor from chatting with operators.
Alert Operator: Sends an alert to all the operator displaying the specified value.
Terminate All other Rules: When this rule is triggered, it prevents any more rules from being triggered.
Send Email: Sends an email to the specified recipient from the specified sender. (See below for scripting actions)

Scripting for Email Action:
The Send Email action allows you to send an email. There are a few custom tags that allow you to retrieve certain visitor information and insert in to the email. These tags are described below. The body of the email accepts HTML as well.

{ChatName}: Retrieves the last name of the visitor used in a chat
{IPAddress}: Retrieves the IP Address from the Visitor
{LastChat}: Retrieves the last chat of the Visitor (Formatted in HTML).
{HostName}: Retrieves the Visitor’s HostName
{NumberOfVisits}: The number of previous visits to the site by this visitor
{NumberOfChats}: The Visitor’s number of previous chats.
{NumberOfPages} The number of pages the Visitor viewed during the current session.
{TotalTimeOnSite}: Total time the visitor spent on the site
{GeoLocation}: Retrieves the Country, State/Province, City, ISP and the Organization of the Visitor
{Referrer}: Retrieves the referrer of the page the Visitor is currently on
{Browser}: Retrieves the name of the Browser the visitor is using
{PageHistory}: Retrieves the list of pages the visitor viewed for the current session
{SessionStartTime}: Retrieves the start time of the Visitor’s session in UTC
{SessionEndTime}: Retrieves the end time of the Visitor’s session in UTC
{HasChatRequestWaiting}: Returns True if the visitor has an active chat request
{Website}: Returns the name of the website the visitor was viewing
{Queue}: If the visitor is in a chat, returns the Chat’s queue, otherwise returns the session’s queue.
{CallQueueState}: Returns the state of the current Queue the visitor is browsing
{QueryString}: Returns the query string of the page the visitor is currently viewing
{Account}: Returns the name of the Account the Visitor’s session is part of.
{CurrentPage}: Returns the address of the page the Visitor is currently viewing
{VisitorEmailAddress}: Returns the Visitor’s email Address used in their last chat.
{TotalPagesVisited}: Returns the number of total pages visited by the visitor in the current session
{LastOperatorToChat}: Returns the name of the last operator to chat with the visitor.

Rule Level:
Rules, can be assigned to a specific acocunt within the system or a selection of sites and queues.

Run Rule when not logged in:
Select this option if you want the rule to trigger regardless of you login state (whether you are logged into the operator or not).

Trigger Executes Once:
Select this option if you only want the rule to execute one time when the conditions are met.

Customized Pre/Post Chat Survey/Offline Survey

What is a pre chat survey?
Pre chat surveys are filled out by visitors before chatting with an operator. Most pre chat surveys ask the visitor for their name, email address, company name and any other information that may be useful to the company.

What is a post chat survey?
Post Chat surveys are filled out by visitors after the chat has ended with an operator. You could use the post chat survey to measure the effectiveness and level of satisfaction that the visitor had with the attending operator. The queue administrator will receive an email with the post chat survey results. Additionally, you can view the results from the "Chat History" section of the SightMax Operator Console.

What is an offline survey?
If a visitor clicks on the chat icon and there are no operators available, they will have the option to leave a message. Once the offline survey is filled out, it is automatically emailed to an address specified by the SightMax Administrator. An operator can then email the visitor and follow up on their inquiry.

PLEASE NOTE: Only Account and Site Administrators can create/edit customized pre chat/offline surveys.

Creating Checkbox, Label, TextArea, TextBox, Visitor Email Adress and Visitor Name

Tutorial: Creating a Checkbox

In the following example, we will create a CheckBox to ask if the visitor would like to sign up on a mailing list.

1. Click the 'New' button on the 'New PreChat Survey' tab.
2. You will need to select 'insert at top', 'insert at bottom', or 'insert above selected' to determine where the new survey type will be located in relation to your other survey type(s) already created.
3. Select 'Standard Survey Item'.
   PLEASE NOTE: Only the 'RadioButtonGroup' and 'CheckBoxGroup' can use the 'Radio Button Sub Item' and 'Checkbox Sub Item' radial buttons.
4. Select any of the six survey types above from the drop down. (In this example, we are creating a CheckBox.)
5. Enter a 'Label'. (This is simply the label that will appear next to the survey type you create.)
6. Enter a 'Tool Tip' if you like. (You can enter any information you would like to be displayed when a visitor hovers over a survey type you create.)
7. Select 'Checked By Default' if you would like this checkbox to be selected automatically in the survey.
   
   Click the 'Save' button to add the new checkbox.
   

The screenshot below is an example of our survey after adding the checkbox.

Click the 'Replace Current Survey' button to use the newly created pre chat survey.

Creating a CheckBox Group and Radio Button Group

Tutorial: Creating a Radio Button Group with two sub items

In this example, we will create a RadioButtonGroup (with two sub items) that asks how many employees the visitor's company employs.

What is the difference between a CheckBoxGroup and RadioButtonGroup?
A visitor can make multiple selections when using a CheckBoxGroup. When using a RadioButtonGroup the user can only select one option.

1. Click the 'New' button on the 'New PreChat Survey' tab.
2. You will need to select 'insert at top', 'insert at bottom', or 'insert above selected' to determine where the new survey type will be located in relation to your other survey type(s) already created.
3. Select 'Standard Survey Item'.
4. Select 'RadioButtonGroup' from the dropdown.
5. Enter a 'Label' (This is simply the label that will appear next to the survey type you create)
6. Enter a 'Tool Tip' if you like. (You can enter any information you would like to be displayed when a visitor hovers over a survey type you create.)
7. Click the 'Save' button to add the RadioButtonGroup.
8. Next, select the new survey type you just created. Click the 'New' button to enter the sub items.
   
   

9. Select 'Insert New Sub Item'.
10. Select 'Radio Button Sub Item'.
11. Enter the 'Label'. In this case we will enter 1-10 representing the number of employees.
    
    

12. Go ahead and repeat steps h - k above and add another sub item of 11-50.
    
    
    
    

    You will now have two sub items created under "How many employees do you have?".

13. Click the 'Preview' button to preview the final survey in HTML format.
    
    

14. Click the 'Replace Current Survey' button to use the newly created pre chat survey.
    PLEASE NOTE: Notice that the survey items in the screenshot above are not organized very well. Remember that you can put the survey questions in any order by going to the 'New Pre Chat Survey' tab and using the up and down arrows to determine the order in which they will appear. The screenshot below shows a better organized pre chat survey.

Administrator Report

SightMax includes a complete set of Administrative Reports. The following reports are available:

Operator Activity Report: Report shows all operator activity, total number of chats, total invites, total instant messaging segments and percentage of chats.

Visitor Activity Report: The Visitor Activity Report shows each visitor that went to the website, their host name, IP, total visits, total pages viewed, total chats and average time on the website.

Chat Details Report: The Chat Activity Report summarizes all chats for a given period. Information includes, chat name, chat queue, accepting operator, total visitor segments, total operator segments, start time, waiting time, total chat time, average operator and visitor response times.

Website Activity Report: The Website Activity Report is a summary report which shows, website name, total visitors, offline clicks, total prechat survies, total prechat skipped surveys, total chats, average waiting time for chats and average visitors per day.

Keyword Details Report: The Keyword Details report shows the keyword that was typed into a search engine (i.e., google, msn, yahoo, etc.), the referal link where the visitor came from, the landing page and the total number of clicks.

PDF (Default)
XLS (Excel Spreadsheet)
HTML

Important: You must have a "Default Printer" defined in Windows for reports to function. If you don't have a printer defined, reporting will not operate.

Sample Visitor Activity Report Shown Below:

PLEASE NOTE: Reports are only accessible to Account Administrators, not regular website operators.

Icons

QuickStart Guide

Version Information

Support

SightMax Support Center

"Zero Cost Technical Support for 60 Days"
We believe quite strongly in providing outstanding technical support after the sale and provide "Zero Cost Technical Support" to our customers for 60 days. You can submit trouble tickets and view knowledge base articles via our website at www.sightmax.com/support, or email support@sightmax.com and a technician will return your email. You may also call our technical support line from 9:00am to 5:00pm CDT at 918.388.5900 option 2.

Purchase